Refund & Exchange Policy
We are 100% sure that you will love your Zilla Couture purchases. But however if you have any issues with your order please email us via zillacoutureboutique@gmail.com within 48hrs of receiving your items.
Refunds
Zilla Couture does not offer refunds under normal circumstances. As a small, independently owned business with limited stock, we accept returns for exchange only.
We have a 14 day return policy; Items must be returned within 14 days after your delivery date for EXCHANGE ONLY, NO REFUNDS.
As a small own start up company Zilla Couture has limited stock. In a case whereby items for exchange has sold out, we will issue a store credit valid for 3 months.
To be eligible for a exchange, your item must be unwashed, unworn and ticketed in saleable condition. It must also be in the original packaging.
Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items),Gift cards, and personal care goods (such as Lingerie, Hosiery, Bodysuits, Swimwear, and Shapewear). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
To complete your return, we require a receipt or proof of purchase.
To start a return, you can contact us at zillacoutureboutique@gmail.com. Please note that returns will need to be sent to the following address:
4534 7 Avenue SE Calgary, AB T2A 4X1, CANADA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at zillacoutureboutique@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us within 48hrs, if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds (if applicable)
There are certain situations where refunds are granted (if applicable) due to our error (damaged or defective) please contact us within 48hrs and items must be returned within 7 days after delivery.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Returns and Refunds (Klarna Purchases): For purchases made via Klarna, customers a right to return for a full refund within 14 days of delivery (after receiving the product). This applies for all items purchased only with Klarna and must be unopened/unused for sanitary reasons to qualify. Restock fees, credit/exchange is not applicable for Klarna purchases.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at zillacoutureboutique@gmail.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
International Orders:
All sales are final, and returns are not accepted on international shipments.
Cancellation Policy: If you need to make changes to your order, please contact us as soon as possible within 24 hours of placing your order at zillacoutureboutique@gmail.com.
We are unable to cancel orders that have already been processed.
Missing, Lost, or Stolen Goods: Zilla Couture is not responsible for delays in delivery due to lost, stolen, or unclaimed packages, incorrect shipping addresses (the address entered at the time of purchase is the one we will ship to), or delays caused by the shipping courier/service. Please ensure that your shipping information is accurate to avoid any delivery issues. If your item is lost or stolen, Zilla Couture is not liable for the cost of the item. In such cases, please contact your local post office for assistance in tracking the missing item.
Shipping
To return your product, contact us at zillacoutureboutique@gmail.com.
4534 7 AVENUE SE Calgary, AB T2A 4X1, CANADA
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a track-able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.